What went right? Absolutely nothing. Web site seems to be down more than up and running. Keep getting welcome to your new home even thought been living there 20 years. Accounts set up in my name without prior contact and on somebody else's say so. Account then back dated 18 months with a bill of £1700 even though bills have been paid under another account no. Tel service diabolical if you can get through. Normal wait time 45mins. Email complaints service while being very polite do not deal with the problems. So called answers come in the middle of the nighteading me to believe they are not dealt in this country. WHAT A TERRIBLE SERVICE.